knowing your customer-stc · title: knowing your customer-stc [compatibility mode] author: reashok...
TRANSCRIPT
KNOWING YOUR CUSTOMER
COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
KNOWING YOUR CUSTOMER
Rekha Ashok05-12-2014
Outline
Way Outs
to Know
Know Your
to Know
Listen and Act
to Know
Know Your Customer
Observe
to Know
Focus
to Know
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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
to Know
Way Outs to Know
Easy Practice
• How different is the job profile of the listed audience?
• How is a document catering to
Company Profile
• What is the profile of my organization?
• Where does my product stand in
Customer Facing Teams
• Advantage of initiating informal communications
• Understand role of the • How is a document catering to multiple and unique needs?
• How different is the business need of our customer?
• Where does my product stand in the outline?
Customer Profile
What is the role of my document in customer’s job?
• Understand role of the document in their profile
• Beware of customer specific services team
• Serving customer facing team is as good as serving your customer
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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Listen and Act to Know
• Achieve periodic interaction through right execution
• Derive vital actions as outcome of each communications
• Help customers understand our systems
• Demonstrate how interfaces work to provide feedback
• Encourage customer to complain by providing simple interface
Right attitude
• Deal with comments by analyzing root cause and taking corrective and preventive action
•to provide feedback
• Help customers to access documents
• Explain document control policy
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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Right attitude
Observe to Know
• Know your competitors and their documents of same domain
• Opt for cooptation and think beyond existing writing methods
• 0 defects → 100%
customer satisfaction
• Too detailed coverage →Better service
• No news → Good news
• Maintain customer focused metrics and derive goals
• Communicate the progress or status regularly to writers
• Be attune to potential developments in relevant areas
• Be proactive for impending changes
• Watch writing trends and writing methods
• Understand tools and practices adopted to target customers
• More maintenance deliveries → Better
customer care
• Structure uniformity →
improved customer orientation
regularly to writers
• Empower employees by providing exact guidelines on what they are allowed to do
• Watch writing trends and delivery mechanisms
• Apply trends in sync with organization goals
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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Metrics Myths Competitors Trends
Focus to Know
• System with absolutely necessary processes
• Constant realization and
•Pursue each phase of DDLC keeping customer in mind
•Accurate & process-oriented feature • Constant realization and retrospection of right and required processes
• Complicated process is not a testimony of quality
•Accurate & process-oriented feature assessment, input gathering
•Development, focused review, stringent tracking
•On-time delivery
• Not to be taken up at convenience, but to strengthen competencies that produce customer satisfaction
• Courage and interest to deviate from regular process and initiate tasks
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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
but to strengthen competencies that produce customer satisfaction
• Release specific/Domain related/Soft Skills/Writing Skills
regular process and initiate tasks
• E2E completeness check, GUI validation, doc optimization etc
• Verification checks to avoid customer specific information
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COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.